Song identification feature...

Ya they seem to have disabled this feature? I forgot to post but I rebooted and also did a system reset (was prompted to when I asked the box through the voice remote why it was not working). Didn't change anything and still not working.

Hello @AndreaJD2B! I hope you're doing well! Thanks so much for taking a moment out of your day to leave a post on our community forum! I'm sorry to hear you're having issues with your service, but you have definitely come to the right place for assistance! May I ask what the model of your box is?

Hello @Mr_Kludge, thank you for taking part in our community here. We want to ensure that this feature is working for you, so we'd love to help! Music Identification will not work with our Pace XG1v1s boxes but should work without issue with our XG1v4 and XG2 models. We are not showing any known issues going on at this time. Can you please post the exact error message, and code if displayed, you got when attempting to use Music Identification?

I am having the same problem.  It worked.  Now it doesn't.  PX013ANC model.

Message:  "Sorry, you TV box doesn't support music identification."

Hey @KB23834, thank you for reaching out to us on our forums and letting us know you're having the issue as well. It appears there may have been an issue with the box updating as it should still have the feature. I'd like to take a closer look and help get it fixed. Can you private message us by clicking the "message" icon in the upper right page of our forum page. Once you click on that, input our shared handle Xfinity support to send us a private message.

Sounds like a weak attempt to throw the blame on the end user.  I have been in IT for almost 40 years and have seen every trick in the book.  Don't by it.  The problem is on their side and they are too incompetent to figure it out.

Hello @user_017951, thank you for reaching out to us on our community forums. Could you please send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account? Our team would love to take a further look at this issue!

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

@XfinityAldrik I chatted and talked to Xfinity techs who told me that I needed a new box.  They sent me a box that didn't even have voice command capability.  They sent me another box that was identical to the first box they sent me:  no voice command. 

I sent the two boxes back, but I am sure I am going to have an ordeal making Comcast remove the shipping charges, additional DVR, and other charges they gave me for their screw up.  

Here's another fun fact:  When talking and chatting with the techs they were not aware of this conversation site and the many complaints about the music identification feature being deleted from our account.  

Comcast/Xfinity seems to have several entities that do not know what the other is doing.

Hi @KB23834

I apologize for the run around with getting you the correct box. We do want to be sure everything is adjusted as it should be. To make sure we get you the correct assistance, please create a new thread and we will be happy to help!

Hello @user_b93d69, thank you for reaching out to us! For troubleshooting purposes, what model is your box? Is there an error message that appears when trying to use this feature?

Where do I find the number to my box? The message I get when asking for song ID is:

“Sorry, your TV box doesn’t support music identification.”

My complaint is identical to everyone else’s here. 

No worries @user_b93d69, we will definitely get this figured out! To better assist, let's move over to a private message platform. This way will we have better access to your account and equipment details. When you can, please send us a direct chat message with your full name and complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page. 

Here are the detailed steps to direct message us: 

Click "Sign In" if necessary

Click the "Peer to peer chat" icon (upper right corner of this page)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

Type your message in the text area near the bottom of the window

Press Enter to send your message

Let me know if you have any questions.

@user_7a28cf Well, it seems Xfinity is very selective in choosing who to reply to on this board.  As stated, I have the same problem as many others.  Same error message "... your TV box doesn't support ...", have already replaced the box once only to have the feature fail again after working for 2 weeks. The model number on my box is TX061AEI.  What is Xfinity doing to correct this problem?

Good morning, @user_7a28cf, and thank you for taking time to reach out through our Community Forums page for assistance with your Music Identification issue. Our engineers are still working to get this feature repaired, as this has been reported as a wider issue.

I'd be happy to take a closer look into this with you and provide additional information as it becomes available. Please send a Private Chat Message over so we can do just that. 

To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select “Xfinity Support” and you will be able to speak with the next available specialist.

Hello there @Mr_Kludge! Thank you so much for those details regarding the music identification feature on your Xg1V4s box! I did take a deeper look into this error, and I can let you know that due to diligent customers like yourself, it has been reported to our engineers, and they are working to come up with a fix. While we are working on getting this back on all compatible boxes, we do appreciate your understanding and patience!

Mines still out as well as audio and video are out of sync. Have been contacted by corporate but they still have no fix. Over twenty calls now and I’m waiting on my third tech visit. We’ll hope for the best?

We'd love to follow up on your tech visit and ensure everything gets resolved @user_387185. Do you mind sending us a PM so we can assist and follow up further! 

To send a private message, please click on the chat icon on the top right next to the bell. Please make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

@user_c00207 yes same here I just sent an email to the office of the head dude - they know they have a problem but will not admit it

Hi there @beach2! We aprreciate you for using the Xfinity Community Forum to report to issue you're having with song identification on your X1 cable boxes. We'd be happy to help get this resolved. Can you please confirm the make and model of the boxes you're receiving this error message? 

Hey there, @user_d71327. What type of box are you using that is having issues? Does it affect all boxes in the home? 

@user_d71327 

I can’t believe this is still going on. It’s absolutely ridiculous. And Comcast acts like they are

just now hearing this complaint. I don’t even know where to find my box type and number! Shouldn't they already know that? I’ve been paying my bill every month for years on time and never ever late. They should tell me what box I have and pay them for. Unbelievable. Comcast, you know the problem so just fix it!

Hello, @user_9acbcf! Thank you for participating in this thread! I apologize for the trouble with the song identification. If I may help with this or anything else Comcast, please create your own thread with the details. We are happy to help there. We look forward to your reply! 

I have the same problem. Brand new box too … the XG1v4. This is the third box I’ve tried so I’m beginning to think it’s not the box. And even the Xfinity store in Exton PA tried “what is this song” on their huge TV and it didn’t work doe them either!! Comcast! This is NOT a user problem. It is an internal problem.